Accessibility complaint or lawsuit
Public-facing product unusable with assistive technology.
Severity: legal. Attached to 17 of 46 published product types, backed by 11 evidence records.
Product types that carry it
| Product type | Grade | Note for this type | Evidence |
|---|---|---|---|
| mobile banking app | primary | A blind current account holder cannot read the balance or approve a transfer with a screen reader, and the European Accessibility Act names banking services. | |
| neobank | primary | The selfie and ID capture step in app-only onboarding cannot be completed with a screen reader, so a blind applicant has no branch alternative. | |
| telemedicine app | primary | A patient using a screen reader cannot find the join-visit button in the waiting room or read the clinician's in-call chat messages. | |
| patient portal | primary | A blind patient cannot read a lab result rendered as an image or pick an appointment slot from the calendar with a keyboard. | |
| pharmacy delivery app | primary | A blind patient cannot hear the dosage, quantity or refill date on the prescription confirmation screen because the label text is an image. | |
| ecommerce store | primary | A screen reader user cannot choose a size on the product page because the size swatches are unlabeled images, so the add-to-cart button never enables. | |
| subscription box service | primary | A screen reader user can subscribe but cannot reach the skip-this-month or cancel controls, which sit in an unlabeled account menu. | |
| grocery delivery app | primary | A blind or low-dexterity shopper who cannot fill a weekly basket or pick a delivery slot brought a Justice Department settlement on an online grocer. | |
| event ticketing platform | primary | Wheelchair seats that can only be bought by phone, or not during the online onsale, break ADA ticketing rules for the venue. | |
| travel booking app | primary | A flight or rail booking flow whose seat picker and fare calendar a screen reader cannot use falls under EU passenger transport accessibility rules. | |
| ride-hailing app | practitioner single incident, no second source | The pickup wait-time fee starts charging a rider who needs extra minutes to fold a wheelchair or walk to the car with a cane. | |
| e-signature service | primary | A blind signer cannot reach the signature and initial fields with a screen reader, or cannot review and correct entries before the legally binding submit. | |
| video conferencing tool | primary | Live speech in a call has no captions for a deaf participant, and a screen-reader user cannot reach mute, leave or chat controls during the call. | |
| identity and access management service | primary | The sign-in, MFA and recovery screens make users recall a password or solve a puzzle, with paste, password managers and passkeys blocked. | |
| EV charging app | primary | The in-app start and pay flow at a federally funded station cannot be completed with a screen reader, where payment must be accessible to people with disabilities. | |
| language learning app | primary | A listening exercise has no transcript, or a drag-to-match word exercise cannot be finished with a screen reader, so a learner with a disability cannot complete a lesson. | |
| government services portal | primary | A benefits application or case-status page is not accessible, breaching Section 508 for a federal agency, or fails WCAG 2.1 AA under the ADA Title II rule for a state or city. |
Tests that address it
- accessibility testing: mandatory for this risk on 17 product types.
- compliance checks: mandatory for this risk on 2 product types.
- end-to-end functional tests: mandatory for this risk on 1 product types.
Evidence
ev-0016standardprimary
Web Content Accessibility Guidelines (WCAG) 2.2, W3C
WCAG 2.2 is the W3C standard that accessibility law and procurement rules reference; level AA is the usual target.
published undated · verified 2026-10-07
ev-0017regulatorprimary
Guidance on Web Accessibility and the ADA, U.S. Department of Justice
The Department of Justice states that the ADA applies to the websites of businesses open to the public and of state and local governments.
published undated · verified 2026-10-07
ev-0018regulatorprimary
Fact Sheet: New Rule on the Accessibility of Web Content and Mobile Apps Provided by State and Local Governments, U.S. Department of Justice
The 2024 ADA Title II rule requires state and local government web content and mobile apps to meet WCAG 2.1 AA.
published undated · verified 2026-10-07
ev-0019regulatorprimary
European Accessibility Act, European Commission
The European Accessibility Act sets accessibility requirements for products and services such as e-commerce, banking services, e-books and transport ticketing sold in the EU.
published undated · verified 2026-10-07
ev-0038regulatorprimary
Section508.gov, U.S. General Services Administration
Section 508 requires US federal agencies to make the information and communication technology they develop, buy or use accessible.
published undated · verified 2026-10-07
ev-0047regulatorprimary
European Accessibility Act, European Commission
The Commission's page lists e-commerce and services related to air, bus, rail and waterborne passenger transport among the services the Act covers. Transfers to an online auction platform selling to EU consumers (e-commerce) and to a travel booking app selling transport (passenger transport services).
published undated · verified 2026-10-07
ev-0074court-or-fineprimary
Robles v. Domino's Pizza, LLC, No. 17-55504 (9th Cir. 2019), United States Court of Appeals for the Ninth Circuit
We agree with the district court that the ADA applies to Domino’s website and app.
A blind customer could not order through a retailer's website and app with a screen reader, and the court held the ADA applies to them; an online store selling to the public faces the same claim. The holding transfers to any commerce site that sells to the public online, including subscription sign-up and management flows.
published 2019-01-15 · verified 2026-10-07
ev-0090regulatorprimary
Justice Department Reaches Settlement Agreement with Peapod Online Grocery Shopping and Delivery Service, Minnesota State Council on Disability (republishing the U.S. Department of Justice announcement)
Department of Justice settlement requiring an online grocery delivery service to make its website and mobile apps conform to WCAG 2.0 AA after allegations that blind, deaf and low-dexterity shoppers could not use it. Supports accessibility-liability for a grocery delivery app.
published 2014-11-17 · verified 2026-10-07
ev-0162court-or-fineprimary
Justice Department Sues Uber for Overcharging People with Disabilities, U.S. Department of Justice
ADA Title III lawsuit over a ride-hailing app charging pickup wait-time fees to riders who need more time to board because of disability. Supports accessibility-liability for ride-hailing apps.
published undated · verified 2026-10-07
ev-0180regulatorprimary
ADA Requirements: Ticket Sales, U.S. Department of Justice, Civil Rights Division
Federal guidance: venues must sell wheelchair-accessible seats through the same channels, including websites and third-party sellers, and during the same hours as other tickets. Supports accessibility-liability for an event ticketing platform with seat maps.
published 2020-02-28 · verified 2026-10-07
ev-0235regulatorprimary
23 CFR Part 680: National Electric Vehicle Infrastructure Standards and Requirements, U.S. Federal Highway Administration (eCFR)
The price for charging must be displayed prior to initiating a charging transaction and be based on the price for electricity to charge in $/kWh.
The US rule for federally funded chargers requires price shown before a session starts, payment methods accessible to people with disabilities, OCPP between charger and network, network-to-network roaming and real-time port status for third-party apps.
published undated · verified 2026-10-07